Help

Help

Last updated: May 26, 2026

Find answers to the most common questions about malvêtu orders, shipping, cancellations, returns, exchanges, refunds, sizing, care, payments, and privacy choices.

For direct support, contact:

malvêtu client care
hello@malvetu.com

1. Orders

After placing an order, you should receive an order confirmation email.

Please review it carefully and check:

  • product

  • size

  • color

  • quantity

  • shipping address

  • email address

  • order total

If something is wrong, contact client care immediately.

Subject line: Order Question

2. Production and fulfillment

Many malvêtu pieces are produced after order confirmation through professional production and fulfillment partners.

Production time and shipping time are separate.

This means your order may first move through production, then fulfillment, then carrier handover, then delivery.

3. Order Status

Use the tracking link sent to your email after shipment.

Tracking may take time to update after a shipping label is created.

For order-status support, contact client care with your order number and tracking number.

Subject line: Order Status Question

Official page: Order Status

4. Cancellations

Cancellation may only be possible before the order enters production, fulfillment, packing, carrier processing, or shipment.

If you need to cancel an order, contact client care immediately.

Subject line: Cancellation Request

Official page: Cancellation Policy

5. Address changes

If you entered the wrong shipping address, contact client care immediately.

Subject line: Address Change Request

Include the correct address in full.

Address changes may only be possible before the order enters production, fulfillment, carrier processing, or shipment.

6. Shipping and delivery

Shipping times vary by destination, production status, carrier, customs, and local delivery conditions.

International orders may be affected by customs processing, local delivery procedures, public holidays, or carrier delays.

Official page: Shipping & Delivery

7. Customs and duties

International orders may be subject to customs duties, import taxes, VAT, GST, carrier handling fees, brokerage fees, or local charges.

Unless stated at checkout, these charges may be the client’s responsibility.

malvêtu does not control customs charges or local import processing.

8. Returns and exchanges

Returns and exchanges are reviewed according to product condition, reason for request, delivery date, destination, and applicable law.

Items should usually be unworn, unwashed, unaltered, and in original condition where a return or exchange is accepted.

Do not send an item back without approval from client care.

Official page: Returns & Exchanges

9. Refunds

Refunds may apply after an approved cancellation, approved return, confirmed damaged item, confirmed defective item, confirmed misprint, wrong item, lost package, or another qualifying issue.

Approved refunds are usually issued to the original payment method where possible.

Payment timing depends on Shopify Payments, PayPal, your bank, card issuer, or payment provider.

Official page: Refund Policy

10. Damaged, defective, misprinted, or wrong items

If your item arrives damaged, defective, misprinted, or different from what you ordered, contact client care before wearing, washing, altering, or returning it.

Use the correct subject line:

Damaged Item Claim
Defective Item Claim
Misprint Claim
Wrong Item Received

Include clear photos of the full item, close-up photos of the issue, packaging photos where relevant, and your order number.

11. Sizing

Use the Size Guide before placing an order.

For T-shirts, compare the garment measurements with a T-shirt you already own and like.

If you are unsure before ordering, contact client care.

Subject line: Size Question

Official page: Size Guide

12. Wrong size orders

If you selected the wrong size, contact client care as soon as possible.

A wrong size selected by the client may not qualify for a free return, free exchange, or free replacement unless required by law or unless the item received was incorrect, damaged, defective, misprinted, or materially different from what was ordered.

Official page: Returns & Exchanges

13. Care Guide

Always follow the garment care label first.

For printed apparel, handle washing, drying, ironing, heat, and friction carefully.

If an item appears damaged or incorrect when it arrives, contact client care before wearing or washing it.

Official page: Care Guide

14. Payments

At launch, malvêtu accepts:

  • Shopify Payments

  • PayPal

For payment questions, contact client care.

Subject line: Payment Question

For security, do not send full card numbers, passwords, bank details, or sensitive payment information by email.

15. Discounts and promotions

Discount codes and promotions may have conditions, expiry dates, product exclusions, region limits, or minimum order values.

Promotions may not be applied retroactively unless stated.

If a code does not work, check the promotion conditions first, then contact client care.

Subject line: Promotion Question**

16. Gift cards

If malvêtu offers gift cards in the future, gift card terms will apply.

Gift cards may have separate rules for redemption, fraud review, refunds, and expiry where permitted by law.

17. Privacy and cookies

For privacy questions, cookie choices, data requests, marketing choices, or opt-out rights, review:

  • Privacy Policy

  • Cookie Policy

  • Do Not Sell or Share My Personal Information

For direct privacy requests, contact client care.

Subject line: Privacy Request

18. Email and SMS marketing

You can unsubscribe from email marketing through the unsubscribe link in the email.

Where SMS marketing is active, you can opt out by following the instructions in the SMS message.

Transactional messages, such as order confirmations, shipping updates, refund updates, and legal notices, may still be sent where necessary.

19. Brand protection

If you see a fake store, imitation product, counterfeit listing, unauthorized seller, misleading advertisement, or misuse of malvêtu assets, contact client care.

Subject line: Brand Protection Report

Include links, screenshots, and a short explanation.

20. How to contact client care

Contact:

malvêtu client care
hello@malvetu.com

For the clearest response, include:

  • order number, where relevant

  • full name

  • email address used at checkout

  • shipping country

  • clear subject line

  • short explanation

  • photos where relevant

21. Recommended subject lines

Use one of these subject lines:

Order Question
Order Status Question
Shipping Question
Cancellation Request
Address Change Request
Return Request
Exchange Request
Refund Request
Damaged Item Claim
Defective Item Claim
Misprint Claim
Wrong Item Received
Size Question
Care Question
Payment Question
Privacy Request
Brand Protection Report

22. Legal operator

Khemiri Mohamed Mahdi
Einzelunternehmer
Parkstrasse 3
13187 Berlin
Germany

VAT ID: DE336667728
Website: malvetu.com
Client care: hello@malvetu.com